Hospitality · Reservations & guest service
Every guest interaction can affect the stay —and the booking.
Availability, reservations, changes, check-in questions, transfers and late-night calls — answered as one guest-service operation, on the guest's schedule rather than the front desk's.
“Do you have availability this weekend?”
AI resolves
Working…
- “Do you have availability this weekend?”
- “Can I change my reservation?”
- “What time is check-in?”
- “Can we check in early?”
- “Can you arrange airport transportation?”
- “Can I upgrade the room?”
- “Our room isn't ready.”
- “Can I get a late checkout?”
What creates volume
- Occupancy
- Arrival & departure days
- Weekend and seasonal peaks
- OTA vs direct booking mix
- Events and group blocks
Operating workflow
An availability question is the start of a booking.
How one inbound call moves from question to confirmed stay — and where a person steps in to sell.
Trigger
Guest: "Do you have availability this weekend?"
- 1
Intent detected
Availability · dates · party size
- 2
Inventory checked
PMS and channel-manager lookup
- 3
Room identified by AI
Rate, room type and policy quoted
- 4
Upgrade opportunity?
Premium category open · long stay · special occasion
- 5
Reservations agent joins
Suite, package or extra night offered with context
- 6
Booking completed
Confirmed in Opera · confirmation sent · CRM updated
Resource allocation
Where AI adds speed. Where people add judgment.
AI opportunities
- Availability checks
- Property information
- Check-in and check-out details
- Directions and parking
- Guest FAQs
- Reservation verification
- Routine bookings
- After-hours inquiries
Human-led interactions
- Complaints
- VIP guests
- Booking conflicts
- Refunds
- Complex changes
- Service recovery
- Upselling
- Escalations
Where service meets the business
The reservations line is a revenue line.
Where a trained voice turns an answered question into a better stay — upgrades, late checkout, transfers, dinner reservations, an extra night.
- 01
Availability question answered
- 02
Room identified
- 03
Upgrade opportunity spotted
- 04
Booking completed with suite and airport transfer
Upsell and conversion results depend on your inventory, pricing and property positioning — indicative, not guaranteed.
When volume spikes
Guests call when they travel. Not when the desk is staffed.
Guest-service contacts per day across a typical week and season. Availability, check-in details and routine bookings are absorbed by AI; humans handle arrivals, complaints and VIPs.
Friday to Sunday: arrivals, late check-ins and next-weekend inquiries — much of it after 6 PM.
What we report
The KPIs that matter to a hospitality operation.
Reservation Conversion
38%
+9 pt
Call Abandonment
3.1%
−12 pt
Response Time
18 sec
−71%
Guest Satisfaction
4.6 / 5
+0.3
Service Recovery
92%
+14 pt
Upsell Conversion
11%
+4 pt
After-hours Inquiries
31%
Booking Conversion
27%
+6 pt
Systems we work inside
- Opera / Oracle Hospitality
- Cloudbeds
- Mews
- SiteMinder
- Booking.com
- Expedia
- Salesforce
- RingCentral
We operate in your systems, not beside them. Every interaction is logged, tagged and visible where your team already works.
How the operation is structured
01AI front line
Voice, chat and messaging for availability, check-in details, directions and routine bookings — 24/7, in the property's voice.
02Reservations agents
Trained on your rate structure and room categories. Upgrades, packages, groups and complex changes.
03Guest-relations desk
Complaints, VIPs, service recovery and booking conflicts, with the full reservation and stay history in front of the agent.
04Multi-property routing
One number, one inbox — every contact tagged to the right property and written to the right PMS.
Hospitality calculator
What are after-hours calls costing your booking conversion?
Nine inputs. Your guest-contact volume, the calls exposed to voicemail, the bookings that represents and the coverage the property needs.
Other industries
Evaluate your customer-service operation.
See what your current model costs, what a managed Human + AI operation would look like, and where the gaps are — before you talk to anyone.